Client Overview – Air Canada

[Audio] Client Overview – Air Canada Founded in 1937 Flag carrier and largest airline of Canada Headquartered in Saint-Laurent, Montreal, Quebec Provides both passenger and cargo services Serves 222 destination worldwide.

[Audio] Key Hubs Montreal-Trudeau International Airport I (YUL) Toronto Pearson International Airport (YYZ) Calgary International Airport Vancouver International Airport (YVR).

[Audio] Strategic Position Leader in transcontinental and International travel Strong presence in north America, Europe, and Asia Robust cargo operations supporting global logistics Alliances and Partnerships Founding member of Star Alliance Codeshare agreement with multiple global carriers Integrated frequent flyer program :Aeroplan.

[Audio] Engagement with TCS Project Partner: Tata consultancy Service (TCS) Engagement Start Date: dd/mm/yyyy Scope: Supporting Air Canada's digital and IT transformation (Customizebased on actual work if know) Focus Areas: Operational efficiency, customer experience, innovation.

[Audio] Details of major programs TCS running for AC Enabling Real-Time Customer Communication - Notification Platform Strengthening Customer Identity & Fraud Prevention - CIAM Transforming Loyalty Program with Revenue-Based Accrual Driving Operational Efficiency through Automation & Mobility.

[Audio] Notification Platform TCS developed an enterprise-level platform to manage notification acrossmultiple channels Supports three types of notifications: Instant-triggered by system events (eg., flight delays) Manual-triggered by Air Canada staff Scheduled-triggered by timers for planned updates Enhances passenger experience through timely and consistent messaging.

[Audio] Customer Identity and Access Management TCS implemented a robust Customer Identity & Access Managementframework Enables secure two-step verification for Aeroplan members Introduces "Verified Member" concept to reduce fraudulent activities Improves customer trust, reduces financial risk and ensures compliance.

[Audio] Revenue Based Accrual Shifted point crediting logic from distance-based to spend-based Replaced legacy PAM/PAI system with an internal DBaaS solution Migrated logic from external vendor to Air Canada's ecosystem Improved accuracy, flexibility, and integration with loyalty systems.

[Audio] Robotic Process Automation (RPA) TCS deployed UiPath bots to automate high volume, rule-based tasks Used across Customer, Ops, and Corporate Digital functions Reduces manual effort and improves process speed Mobile Apps & Web UI Developed scalable mobile and web platforms for day-of-travel services Key features: Flight status, check-in, bag tracking Integrated via Lambda, EIP, and DAPI, backed by DBaaS.

[Audio] Technology Stack Used by TCS for AC Node.js - Core backend development for scalable microservices DBaaS (Database as Service) - Centralized data management and storage AWS Lambda - Serverless compute for event-driven processing Amazon Athena - Query Service for analyzing logs directly in S3 Amazon SQS - Message queuing for asynchronous task handling Amazon SNS - Notification delivery across multiple channels API Gateway/EIP - Secure and managed API layer Aws AppSync - GraphQL, API for real-time and offline data access Monitoring Tools - AWS CloudWatch, custom dashboards Amazon S3 - for storing logs and other data CIAM - Identity verification, fraud prevention Two-Factor Authentication - Enhanced customer login security.

[Audio] TCS – Leadership Team for Air Canada Rajive Mendiratta Client Partner Anitha Balasubramanian Business Relationship Manager Anand Bala Delivery Partner Mazhar Khan Delivery Manager (Onsite) Murali Selvam Delivery Manager (Offshore) Rajani Agrawal Delivery Manager (Offshore).

[Audio] Thank you. Thank you. Copyright © 2024 Tata Consultancy Services Limited.